Concierge Lounge Downgrades/Limits
 

Tonight I am staying at one of my regular locations in Northern California. I choose this location due to their excellent Concierge Lounge, even though it is an extra 10 miles to my office. In the morning they have traditionally offered Oatmeal, a waffle machine and Bacon/Sausage/Potatoes in addition to the normal fare. In the evening there was always salad and two hot entrees in addition to the cheese, vegies, etc.

The last two weeks all of the extras have been gone. I assumed that this was due to their normal lower occupancy during the holidays. However, I just learned that this was all a Marriott corporate directive to not let lounges offer "extras". Booo.

I have done a lot of soul searching lately about the changes in the reward program. I had really decided that I will take better and more concierge lounges with Marriott over suite upgrades with Starwood. I am platinum with Starwood and Marriott. There are two good Starwood options closer, and I just may move my business.. But really I am just sad that this (and I assume other special lounge properties such as the Marriott Marquis, Sydney Harbor Marriott, etc) will be downgrading their offerings.

Marriott Concierge, what can you tell us about this sad development?

I've been in the Bangkok Marriott Resort & Spa lounge every day this week. They have certainly not downgraded anything.

I, too, have noticed that more and more FS Marriotts no longer will offer a hot egg dish for breakfast in the CL nd the evening dessert offering will be little more than cookies.

The last 2 or 3 Marriott properties I have stayed at over the last 2 weeks have been missing oatmeal, and I'm getting worried....

SHS Chicago O'Hare
FS Marriott Hunt Valley, MD

Is this the Fremont Marriott by chance? I have found service there to have dropped considerably over the past couple of times I have stayed there...

Now that's an upgrade.:)

There was a post in another thread about a Marriott corporate communique to properties concerning cutting costs in difficult economic times. The point of the post was that these were suggestions of actions properties could take, rather than new guidelines which must be employed. If that's true, then it sounds like what you were told is the variety of excuse one hears from a property that has decided to lower some benefit (like "we decided to discontinue the weekend breakfast coupons we've been giving for the past 10 years because Marriott has ordered no more coupons" etc.)

But this is a topic that cries out for a response here from our Marriott Concierge reps. What new guidelines or rules has Marriott corporate sent to the properties about operation of concierge lounges?

Was at the Long Beach Renaissance in California on Friday/Saturday. They had a full spread Friday night and Saturday morning. It has been a long time since I have seen a lounge open at those times!

I am not aware of any directive to our hotels mandating them to stop offering "extras” in their concierge lounges. If I learn of something I will let you know. During these challenging financial times I am sure all of you have noticed hotels across the board looking for ways to reduce their cost to preserve their bottom line. I assure you that our hotels are doing their best to reduce their cost in non customer facing ways first.

Thanks for your response. I hope properties also understand that when they cutback in the wrong areas, it may hurt the bottom line. For example, the wonderful Mayflower has been one of my favorite properties. They've now eliminated the platinum perk they have provided for years of comped weekend breakfast for platinums. I haven't stayed there since. I'm guessing others have done the same.

Marriott Marquis Atlanta has downsized its breakfast offerings as of this week. I heard some woman asking one of the CL staff if it was permanent, and he said yes.

Eggs, Hot Biscuits were eliminated, but grits and oatmeal were available. Individual serving cereal tubs have been replaced with large containers you scoop from.

Not enough to really affect me as I usually am running late in the morning anyway, and grab a water/coffee

Why even bother with a concierge lounge with such pathetic offering?

well, so far the worst cutback is those lounges which are Closed on Sunday nights (i.e. Irvine California Marriott).

I find this really tacky, and it should be in violation of Marriott standard (with the exception of the holidays - i.e. Dec. 20 - Jan. 3 of course).

Gently point out the "Spirit to Serve " which is given to ALL associates and is in the rooms in FS hotels....Karl Kilburgm when he was an F&B director I think, took oatmeal off the menu as the hotel didn't see it. Mr Marriott senior said "Oatmeal is NOT negotiable"....I really should carry a copy of this book with me, but i pointed it out to a hotel when they ran out with 2 hours of breakfast to go (select service hotel...) they said it takes too long to make..i said too bad. Went to the manager, quoted the book and had oatmeal 5 minutes later.....

BTW the SHS O'Scare is just WEIRD!!!! Close to the El and O'Scare, but...WEIRD (ok so it was an office..) i didn't love it....spent most of my time in THAT part of town at the Suites, Courtyard or RI.

With all due respect, the Concierge Lounge is the last place in the hotel where these "cost reductions" should be taking place. The frequent guests using these lounges spend tens of thousands of dollars a year (if not more) with the company. Please cut back elsewhere. Thank you.